Canada

Frequently Asked Questions

Question:
What is the audible vibration or sound coming from my lens when my camera is turned off or the lens is disengaged from the body?

Answer:

Linear motors are used to provide the fastest and most accurate AF while maintaining the highest image quality. When the camera is turned off, the lens is disconnected from the camera body or the playback feature is turned on, there may be an audible sound and slight physical vibration due to the linear motor's magnets being disengaged. This is perfectly normal and will not negatively affect image quality or lens performance.

Affected Lenses:
XF10-24mmF4 R OIS
XF18-55mmF2.8-4 R LM OIS
XF55-200mmF3.5-4.8 R LM OIS
XF18-135mmF3.5-5.6 R LM OIS WR
XF50-140mmF2.8R LM OIS WR
XF16-55mmF2.8 R LM WR
XF90mmF2 R LM WR
XC16-50mmF3.5-5.6 OISII
XC50-230mmF4.5-6.7 OIS
XC50-230mmF4.5-6.7 OISII

Question:
How much will my digital camera repair cost, and how long will it take?

Answer:

How much will repairs cost?

If your camera is received with:
1. The required Proof of Purchase
2. Is still within the warranty period and
3. Qualifies for repair under the terms of the warranty it will be repaired and returned to you at no charge.

Cameras are repaired in the order in which they are received. If a RUSH repair is requested, there will be an additional RUSH charge of $25.00 for 3 business day RUSH Service.

Warranty does not cover costs of shipping to FUJIFILM Canada and expenses and cost for transportation to FUJIFILM will not be reimbursed. Return shipping will be paid by FUJIFILM if the repair is covered under warranty.

If the required Proof of Purchase is NOT supplied or if the camera is beyond the warranty period or has been damaged by user, an estimate for this repair will be issued. If an email address has been supplied, this estimate will be sent to the supplied email address. If a valid email address is not supplied, the estimate will be faxed if you have supplied a fax number or finally, if neither email address or fax number is supplied, a printed estimate will be mailed.

If an estimate is refused, a $25.00 Diagnostics fee to partially cover our costs of inspection, handling and shipping will be charged if you require the camera to be returned. If the camera is left for our Environmentally Responsible Recycling Program, this $25.00 Diagnostic fee will be waived. You may also request that a $50.00 Mail-in

FUJIFILM Canada reserves the right to exchange a camera for the same or better similar grade camera rather than repair unless otherwise requested when the camera is received. The exchanged camera will be of equal or better cosmetic condition as the original. This process serves to reduce the time required to return the camera to you since repair times may be longer than acceptable at some times of year.

Approximate repair charges vary widely depending on the parts and labour required.

Payment
Payment can be made by Certified Cheque, Money Order, Visa or MasterCard or in person by Debit Card. If paying by credit card, simply call our toll free Customer Service telephone number at 1-800-461-0416 and select the Camera Repair option

How long will the repair take?

Turnaround times vary depending on time of year and current volume of repairs. Please call our toll free line to get the most accurate estimate.

Question:
Auto Red Eye Removal?

Answer:
Auto Red Eye Removal automatically detects and corrects unsightly red-eye reflections that often spoil flash photos of people. In most FinePix cameras, the Auto Red-Eye removal works automatically with the Face Detection feature.

Question:
How much will my digital camera repair cost, and how long will it take?

Answer:

How much will repairs cost?

If your camera is received with:
1. The required Proof of Purchase
2. Is still within the warranty period and
3. Qualifies for repair under the terms of the warranty it will be repaired and returned to you at no charge.

Cameras are repaired in the order in which they are received. If a RUSH repair is requested, there will be an additional RUSH charge of $25.00 for 3 business day RUSH Service.

Warranty does not cover costs of shipping to FUJIFILM Canada and expenses and cost for transportation to FUJIFILM will not be reimbursed. Return shipping will be paid by FUJIFILM if the repair is covered under warranty.

If the required Proof of Purchase is NOT supplied or if the camera is beyond the warranty period or has been damaged by user, an estimate for this repair will be issued. If an email address has been supplied, this estimate will be sent to the supplied email address. If a valid email address is not supplied, the estimate will be faxed if you have supplied a fax number or finally, if neither email address or fax number is supplied, a printed estimate will be mailed.

If an estimate is refused, a $25.00 Diagnostics fee to partially cover our costs of inspection, handling and shipping will be charged if you require the camera to be returned. If the camera is left for our Environmentally Responsible Recycling Program, this $25.00 Diagnostic fee will be waived. You may also request that a $50.00 Mail-in

FUJIFILM Canada reserves the right to exchange a camera for the same or better similar grade camera rather than repair unless otherwise requested when the camera is received. The exchanged camera will be of equal or better cosmetic condition as the original. This process serves to reduce the time required to return the camera to you since repair times may be longer than acceptable at some times of year.

Approximate repair charges vary widely depending on the parts and labour required.

Payment
Payment can be made by Certified Cheque, Money Order, Visa or MasterCard or in person by Debit Card. If paying by credit card, simply call our toll free Customer Service telephone number at 1-800-461-0416 and select the Camera Repair option

How long will the repair take?

Overall year round average repair time is 10 calendar days. During peak times of year, this can increase to 25 calendar days. If additional unreported damage is determined upon proceeding with a repair, a re-estimate will be issued which would increase the total time for a repair. Please do not send any accessories or batteries with your camera unless the problem involves that accessory or battery charging issues.

Question:
High Sensitivity ISO

Answer:
With the heightened sensitivity, you can use a high-speed shutter to prevent camera shake or freeze subject movement, keeping blur to a minimum. Also photos taken in dimly lit conditions capture the entire background beautifully and naturally. Perfect to prevent blurring due to a fast-moving subject or camera shake, this PS mode automatically sets the optimum ISO sensitivity and shutter speed to beautifully freeze the moment forever in sharp detail.

Question:
How can I recover lost or deleted images from my memory card?

Answer:
In some cases it may be possible to retrieve your images if they have been erased or the camera's memory card has been formatted. Fujifilm image recovery service may be able to help you retrieve lost or deleted images from your digital memory card. The image recovery tools and software that we use ensure that there is no risk of damage to your media or any further loss of files. All recovered files are saved to a CD-ROM and returned to you with your media card correctly formatted.

Question:
How do I resolve memory card error messages?

Answer:
When using your digital camera, you may receive one of the following error messages related to the
memory card.

CARD ERROR

CARD NOT INITIALIZED

READ ERROR

WRITE ERROR

RESOLUTION

Wipe the contact area of the memory card with a soft dry cloth. Most issues involving memory cards
can also be resolved by formatting the card. You may follow the steps below to format the memory card in the camera. Detailed instructions can also be found in your camera’s user manual.

To format* a memory card:
(*instructions on formatting memory cards can be found in your camera's user manual)

Set the camera to playback mode and press the MENU/OK button. Scroll to the ERASE menu and highlight FORMAT. Select OK then press the MENU/OK button for confirmation. Once the formatting process is
complete you may return to taking pictures.

OR

Set the camera to photography mode and press the MENU/OK button. Scroll to the OPTION menu and
choose SETUP. Press MENU/OK to enter the SETUP menu. Highlight FORMAT and press MENU/OK.
Highlight OK then press MENU/OK to begin formatting process. Once complete you may return to
taking pictures.

If the issue persists with a Fujifilm brand xD-Picture Card, we recommend that you verify the card's
compatibility with your camera. Please click HERE for more information.

Macintosh computer users please note: Before you unplug or turn off your camera, you must first select
it's icon in the Finder and choose Eject from the File menu. If this procedure is not followed, data stored
on your media card may be lost or damaged.

Question:
HOWTO: Register your FinePix digital camera

Answer:
To register for the FinePixViewer Picture the Future internet service, visit the link below and enter the required information to obtain a username and password. Please keep your login information safe as we cannot reset or retrieve your information. Click HERE to register online for Picture the Future. If you lose or have lost your registration information and are re-registering, you must supply an alternate email address as only one registration can be done per email address. To register for warranty and technical support visit http://www.fujiowner.ca

Question:
HOWTO: Remove the

Answer:
The camera shake icon is not an error. It is an indication that the shutter speed is slower than 1/60 sec and will typically appear under dim lighting. To remove the camera shake icon from the screen you must increase the ambient lighting of the scene and/or increase the shutter speed of the camera. There are several methods to increase the shutter speed of your camera: Turn on the camera's Dual IS (Image Stabilization) or Picture Stabilization function if the camera is equipped with these features. Refer to the owners manual for more information. Set the camera's flash mode to Forced Flash (see Chapter 2: Basic Photography in the Users' Guide). If your camera has the Scene Position photography mode, use this in the Sports setting (see Chapter 3: Advanced Features Photography in the Users’ Guide). If your camera has the Shutter Priority-Auto mode, shoot in this mode and set the shutter speed to a value of 1/60sec or faster (see Chapter: Advanced Features Photography in the Users’ Guide). Please note that you can still take great pictures when the camera shake icon is present. However, to do so you must not move the camera during the shot. Even the slightest tremors in your hands as you steady the camera may cause your images to appear blurry and out of focus. We recommend that you use a tripod or other method of steadying the camera when the camera shake icon is present. Blurred images are a result of a combination of low light and a slow shutter speed. Under poor lighting conditions the camera shake icon will appear on the LCD screen of your camera to serve as a warning.

Question:
HOWTO: Take better pictures?

Answer:
Blurry photographs are usually a result of shooting with a slow shutter speed. Photographing quick-moving subjects can be made simple and easy following the suggestions below: Keep steady. The best way to avoid blurry images is by holding your camera steady. Here’s the easiest way to avoid camera shake: * Use both hands. * Rest your elbows on your chest (or a ledge or a wall). * Relax. * Press the shutter button gently. Get closer. Most people usually stand too far away when taking a photo. The result looks like their subject is a hundred kilometers away. The natural tendency would be to zoom in on your subject, however when taking photographs of subjects moving quickly, zooming in will make capturing a sharp, clear shot more difficult. Instead of zooming in, get as close to the subject as possible. Turn on Image Stabilization. Turn on Dual Image Stabilization (Dual IS). Fujifilm FinePix cameras sensitivity freezes subjects to defeat motion blur while CCD Shift Image Stabilization compensates for camera shake. Together they prevent image blur. Not all cameras have this option. If equipped, set the camera to Picture Stabilization. The camera will select a faster shutter speed to reduce blur caused by camera shake. Please refer to your camera's user manual under Shooting Modes for more information about this setting. Increase the shutter speed. If your camera has the Shutter-Priority AUTO photography mode, you may adjust the shutter speed to capture clearer and sharper pictures. Set the camera's shutter speed to at least 1/60s. The faster the shutter speed, the greater the ability of the camera to capture a moving subject. Not all cameras have this option. Please refer to your camera's user manual under Still Photography for more information about this setting. If your camera has the Scene Position photography mode, use this in the SPORTS setting. Not all cameras have this option. Please refer to your camera's user manual under Still Photography for more information about this setting. Increase the sensitivity. The greater the sensitivity of the camera's CCD to light, the better your images will be exposed when a fast shutter speed is used. Not all cameras have this option. Please refer to your camera's user manual under Still Photography for more information about this setting. Increase the ambient light. If there is not enough light, the camera's shutter speed will be limited to slower speeds. This means that if fast shutter speeds are used, your images risk being under exposed (dark). To overcome this, open windows, curtains, and/or turn on more lights. If the subject is within the camera's effective flash range, use the camera's flash to provide more light.

Question:
Intelligent Flash?

Answer:
When using high sensitivity (High ISO), the innovative “Intelligent Flash” feature will automatically control flash output to an appropriately low flash setting. This smart flash control technology recognizes scene conditions and determines the optimum flash output to render beautifully exposed flash exposure (subject in foreground) and superb detail in the background.?

Question:
ISSUE: Photographs appear blocky and pixelated?

Answer:
Optical zoom is similar to what you'll find in a regular 35mm camera: When you push the button to zoom in or out, physical lens elements move inside the camera, to achieve the desired effect. Digital zoom, on the other hand, has no moving parts. Using the Camera CCD within the camera instead and digitally zooms in, usually two or three times closer. It is important to understand this difference, as you could end up disappointed with the result. The downside of digital zoom is that you lose quality when you do this -- your images will tend to be more "pixelated" than the same image taken with an optical zoom camera. This is due to the "interpolation" the camera uses. Most of the FUJIFILM FinePix cameras offer the optical zoom as a standard feature. To minimize the pixelated appearance of your photographs, we advise using your camera's highest quality setting.

Question:
Packaging/Shipping Instructions?

  1. Record the model and serial number of your FUJIFILM product for future reference.
  2. Complete the Service Request Form in full and attach it to your camera. Include a describe the problem you are having. You must provide your name, telephone number, e-mail address, and return address. Also, keep a copy of the Service Request Form, record the serial number of the camera and proof of delivery tracking number for your records. Please have this information when contacting Fujifilm Customer Care.
  3. Please remove all accessories not directly associated to the malfunction prior to shipping any equipment for service unless requested. FUJIFILM Canada Inc. assumes no responsibility for lost or damaged film, storage media, or other accessories. Please include your camera battery.
  4. If you are requesting the repair to be covered under warranty, enclose 1.) a photocopy of the dated proof of purchase and 2.) the original warranty card. If clear photocopies of proof of purchase is not supplied, repair charges will be your responsibility.
  5. To prevent damage during transit, pack your unit securely in an appropriate, sturdy shipping container. Place the camera in a plastic bag and surround in bubble wrap if possible. All shipments to FUJIFILM Canada, Inc. must be sent prepaid. Any shipments sent collect (COD) to FUJIFILM will be returned to you unopened.
  6. When using any carrier, keep a record of the tracking number in the event you must trace the package. FUJIFILM assumes no responsibility for loss and/or damage during transit.

Question:
TOPIC: Camera displays

Answer:
If the camera displays the error "Zoom Error" or "Focus Error" try turning the camera off and then on again. Also, try replacing with high quality alkaline batteries, fully charged NiMH rechargeable batteries or a fully charged Lithium-Ion battery, depending on the type of battery compatible with the camera. If the issue persists then the camera should be sent to an authorized Service Centre for a diagnostic evaluation. Please click HERE for service instructions.

Question:
Topic: Camera is slow to take pictures.

Answer:
If you keep missing a shot after you have already pressed the shutter button, you may resolve this issue by using the AF/AE LOCK feature of your camera. Please refer to your user manual for more detailed instructions. AF/AE LOCK allows your camera to lock the exposure and focus of the scene before you compose the final shot therefore eliminating the delay when the shutter button is depressed. You may try the following steps to capture a photograph of a moving subject: Aim the camera at your subject and press the shutter button down half way. (Hold the shutter button at this position) When you are ready to take the shot press the shutter button down the rest of the way. (This will take the shot with virtually no delay.)

Question:
TOPIC: Camera LCD / EVF screen is too dark or too bright.

Answer:
Under dim lighting conditions, the image on the LCD or in the EVF will appear very dark. This is because there is not enough ambient light available for the camera to produce a brighter image in the display. You may try increasing the LCD brightness as per the instructions in your owner's manual. However, there is no way to increase the brightness of the LCD or EVF display beyond what the maximum setting will allow. The image in the LCD display will not be as bright as with the naked eye. Should your camera have an optical viewfinder instead of an electronic view finder, we recommend using the optical viewfinder to frame and shoot your subjects under low light conditions. If your camera has an optional Low Light Viewfinder button (see figure below), press this button to brighten the display screen.

Question:
TOPIC: Camera turns off unexpectedly.

Answer:
There may be several reasons why your camera shuts off automatically: 1. Power Save. Usually, the camera's Power Save function is activated. When this function is enabled, the screen temporarily turns off (Sleep mode) and the viewfinder lamp (green) blinks at 1 second intervals to save power if the camera is not used for 30 seconds. If the camera remains unused for an additional interval (usually 2 minutes or 5 minutes), it is turned off. The purpose of this function is to afford you the maximum possible running time from your batteries. More information about the Power Save function can be found in your camera's user manual. 2. Batteries. If the camera turns off when the shutter button is pressed, this is an indication that the batteries are weak or of poor quality. We recommend only using high quality alkaline batteries or a fully charged set of high quality NiMH rechargeable batteries rated at 2500mAh or greater (the higher the mAh rating, the better the batteries will perform). When using a Lithium-Ion battery the issue may be related to an exhausted battery. We recommend inserting the Lithium-Ion battery in to the battery charge to charge. However, if the issue persists, we recommend the camera be evaluated at an FUJIFILM authorized service centre.

Question:
TOPIC: Clicking sounds when the camera is set to EXR Auto or SceneRecognition (SR) Auto.

Answer:
The clicking sound is normal in EXR Auto or Scene Recognition (SR) Auto. In both modes, the camera continuously automatically analyzes the composition and focus. The camera will then select the appropriate scene mode according to the subject and the shooting conditions. The clicking sounds are made as the focus motors and mechanism responds to these changing conditions.

Question:
TOPIC: I have lost my FinePix Viewer software.

Answer:
If you have lost your FinePix Viewer software CD, click here to purchase the latest version of the software.

Question:
TOPIC: My computer does not meet the minimum requirements.

Answer:
To use your FinePix digital camera with your computer you must have the hardware and software described below. Microsoft Windows: Operating System*1 Windows 98 (including the Second Edition) Windows Millennium Edition (Windows Me) Windows 2000 Professional*2 Windows XP Home Edition*2 Windows XP Professional*2 Windows Vista (32bit Version) Windows 7(32bit Version) CPU Windows 98, 98SE, ME and 2000: 200 MHz Pentium or better recommended Windows XP: 800 MHz Pentium 4 or better recommended (2GHz Pentium 4 or better) Windows Vista and 7: 800 MHz Pentium 4 or better recommended (3GHz Pentium 4 or better) RAM Windows 98, 98SE and ME: 128MB minimum Windows 2000: 128MB minimum Windows XP: 512MB minium Windows Vista and 7: 512MB minimum Hard Disk Space Windows 98, 98SE, ME and 2000: Amount required for installation: 450 MB Amount required for operation: 800 MB Windows XP: Minimum of 2GB or more Windows Vista: Minimum of 15GB or more Windows 7: Minimum of 15GB or more Display 1024 × 768 pixels or better, 32-bit color or better Internet Connection To use FinePix Internet Service or mail attachment function: An Internet connection or e-mail transmission software is needed Connection speed: 56 k or better recommended *1 Models with one of the above operating systems pre-installed. *2 When you install the software, log in using a system administrator account (e.g. “Administrator”). NOTE: Connect the camera directly to the PC using the USB cable (included). The software may not operate correctly when you use an extension cable or connect the camera via a USB hub. When your PC has more than one USB port, the camera can be connected to either port. Push the USB connector fully into the socket to ensure that it is securely connected. The software may not operate correctly if the connection is faulty. Additional USB interface board is not guaranteed. Windows 95 and Windows NT cannot be used. Operation is not guaranteed on home-built PCs or on PCs running updated operating system software. When you reinstall or remove FinePixViewer, the Internet menu and your user ID and password for the FinePix Internet Service are deleted from your PC. Click the [Register now] button, enter your registered user ID and password and download the menu again. Apple MacIntosh OS 9.X: Compatible Mac Power Macintosh G3 *1, PowerBook G3 *1, Power Macintosh G4, iMac, iBook, Power Macintosh G4 Cube or PowerBook G4 Operating System Mac OS 9.2.2 *2 RAM 64 MB minimum *3, 256 MB or better recommended Hard disk space Amount required for installation: 400 MB minimum Amount required for operation: 600 MB minimum Display 800 × 600 pixels or better, at least 32,000 colors Internet connection *4 To use the FinePix Internet Service or mail attachment function an Internet connection or e-mail transmission software is needed. Connection speed: 56 k or better recommended *1 Models with a USB port as a standard feature *2 This software does not run correctly in the Mac OS X Classic environment. *3 Turn virtual memory on if necessary. *4 Required to use the FinePix Internet Service. The software can still be installed even if you do not have an Internet connection. Apple MacIntosh OS 10.X: Compatible Mac Power Macintosh G3 *1, PowerBook G3 *1, Power Macintosh G4, iMac, iBook, Power Macintosh G4 Cube, or PowerBook G4, Power Macintosh G5, iMac Operating System Mac OS X (compatible with version 10.0.4 to 10.6.x) RAM 256 MB minimum or better recommended Hard disk space Amount required for installation: 200 MB minimum Amount required for operation: 400 MB minimum Display 1024 × 768 pixels or better, at least 32,000 colors Internet connection To use the FinePix Internet Service or mail attachment function An Internet connection or e-mail transmission software is needed Connection speed: 56 k or better recommended NOTE: Connect the camera directly to the Macintosh using the USB cable (included). The software may not operate correctly if you use an extension cable or connect the camera via a USB hub. Push the USB connector fully into the socket to ensure that it is securely connected. The software may not operate correctly if the connection is faulty. Additional USB interface board is not guaranteed. On Macintosh PCs, allocate at least 400 MB of virtual memory when RAW FILE CONVERTER LE is used. If other applications will be used at the same time, allocate the additional amount required for those applications also.

Question:
TOPIC: Photographs appear speckled (high noise/grain).?

Answer:
Images shot at high sensitivity and/or at slow shutter speeds may have a grainy appearance. This grainy appearance is commonly referred to as "noise" and does not indicate a malfunction with your camera. To reduce the appearance of noise in your photographs we advise: Shoot at a lower sensitivity. Choose a shorter exposure time.

Question:
TOPIC: Photographs have bright dots

Answer:
The white spots (usually a pixel in dimension) that appear in your photographs are hot pixels. Hot pixels are individual sensors on the CCD with higher than normal rates of charge leakage. They can appear as small pixel sized bright points of light on longer exposures. Every pixel on the CCD has some charge leakage, and if you expose long enough, any pixel would light up. On a long exposure, you will see pixels ranging from just barely visible to possibly bright hot starlike points. There might be a few bright hot pixels, more intermediate one, and lots of very faint ones, an entire spectrum of brightness. At the low end, the faint hot pixels contribute to the noise in a picture. All cameras on the market today have "hot pixels". Because the rate of charge leakage is the same for a given pixel over time, the longer the exposure, the brighter it becomes. High sensitivity and long exposures are the main factors contributing to the visibility of hot pixels. Hot pixels are normal do not indicate a fault with your camera.

Question:
TOPIC: Poor autofocus performance.

Answer:
Autofocus does not perform well under the conditions listed below. If the camera is unable to focus using autofocus, use manual focus (if this feature is present in your camera) or use focus lock to focus on another subject at the same distance and then recompose the photograph. There is little or no contrast between the subject and the background. Example: subject is the same color as the background. The focus area contains objects at different distances from the camera. Example: subject is inside a cage or behind glass. The subject is dominated by regular geometric patterns. Example: a row of windows in a skyscraper. The focus area contains areas of sharply contrasting brightness. Example: subject is half in the shade. The subject appears smaller than the focus area. Example: focus area contains both foreground subject and distant buildings. The subject contains many fine details. Example: a field of flowers or other subjects that are small or lack variation in brightness.

Question:
TOPIC: Poor battery performance.

Answer:
If your batteries are draining quickly, this is an indication that the batteries may be weak or of poor quality. Please note that the instruction manuals provided with FUJIFILM digital cameras recommend that only high quality alkaline batteries or high quality NiMH rechargeable batteries are used with those digital cameras which require AA type batteries. Best performance will be achieved using NiMH rechargeable rated at 2500mAh or greater (the higher the mAh rating, the better the batteries will perform). If the camera is equipped with a Lithium-Ion battery, the battery has an effective service life of approximately 300 charge-discharge cycles. The Lithium-Ion battery may have reached the end of the service life and the camera would require a new battery. If other types of batteries are used together with an AC adaptor, this may result in the rare occurrence of the battery overheating. Please do not use batteries other than those recommended in our instruction manuals.

Question:
What is a warranty?

Answer:

Quality is an important consideration when you are purchasing a digital camera. Our customers can be assured that Fujifilm stands solidly behind the quality of its digital cameras by offering a competitive warranty on all of our digital camera products. Our staff of photographic experts is available to assist you with your technical questions concerning Fujifilm digital camera products. For the official Fujifilm product warranty applicable to your Fujifilm digital camera, please click here.

Q: How long does my warranty last?

FINEPIX DIGITAL CAMERA WARRANTY
Customers that purchase any 2016 and newer FinePix camera model will receive a one (1) year manufacturer’s warranty. This package includes 1 year of customer service support. The two-year warranty offered on any older Fujifilm FinePix models will continue to be honored (to the extent it has not yet expired).

FUJIFILM X/GFX SERIES DIGITAL CAMERA WARRANTY
Customers that purchase any 2016 and newer X Series or GFX Series camera model will receive a one (1) year manufacturer's warranty. This includes one (1) year of customer service support. The two-year warranty offered on any older Fujifilm X Series models will continue to be honored (to the extent it has not yet expired).

XF/XC AND GF FUJINON LENSES WARRANTY
All XF/XC and GF Fujinon Lenses include a two (2) year Manufacturer's warranty. This includes two (2) years of customer service support.

Q: What do I need to claim a free repair under warranty?

All you will need is a clearly legible receipt that you were given by the retailer or website from whom you bought the camera. It's very important that you look after your receipt, as without this evidence you cannot claim your warranty. You do not need to present a warranty card to claim your warranty. Important note: the warranty applies to product which is purchased as new only. Also, the warranty is not transferable; therefore, we accept receipts only from valid FUJIFILM Retailers. If you register your camera or lens at www.registermyfuji.ca and upload a picture of your actual receipt, this will count as your receipt.

Q:What if the warranty period has expired?

If the warranty period has expired, you will need to pay for the repair. You can check here for information on how to contact Fujifilm Canada Support for further information.

Q:What is not covered by the warranty?

The warranty does not cover normal wear and tear, scratching, abrasions or cosmetic damage. Without limitation, the warranty does not cover damage caused by:

  • Any misuse or improper handling (the camera should be protected if carried in a bag or a case)
  • Dropping or knocking of the product
  • A repair, modification or cleaning done by anyone other than Fujifilm or a Fujifilm authorized service center
  • Leaking or exhausted batteries
  • Improper storage (extremes of temperature or humidity), the entry of water, sand, dust etc. into the camera
  • See official warranty document for additional exclusions/ restrictions/ conditions

Q: How do I claim a repair under warranty?

Before sending the camera in for repair, double check that any problems which appear to be failures are not due to operating errors. Please consult your owner’s manual to review settings and conditions of use. If you have internet access, please visit the Technical Support section found on www.fujifilm.ca as many apparent problems can be resolved by following suggestions found there.

If the above two resources do not resolve the problem, contact the FUJIFILM technical support team. They will be able to advise whether the unit needs to be sent in for service or repair. Then proceed as follows: You can either take or send the product to the retailer or website you bought it from or you can send it directly to us at FUJIFILM Canada at 600 Suffolk Court, Mississauga, ON L5R 4G4, ATTENTION: Camera Repair. You must meet the cost for sending the product back to your retailer, website or to FUJIFILM Canada. The cost of returning your Fujifilm digital camera to you will be met by the retailer or by FUJIFILM if the product is found to have a manufacturer defect. Product deemed "no fault found" may have a $25.00 (plus tax) diagnostics fee charged.

Q: What happens if I bought the camera while in a different country from where I live?

Typically, the service center in the country in which you live will honor your international warranty in such a case. However, kindly be advised that the Fujifilm warranty does not apply to Fujifilm branded cameras imported and sold in Canada by unauthorized dealers, distributors or other sellers.

Q: What happens if I have lost my Retailer/ Website receipt?

If you have lost your receipt, you will have no evidence that the product is within its warranty period, so regrettably you will have to pay for the repair. Note that by registering your purchase at www.registermyfuji.ca and uploading a copy of the receipt, you will not have to worry about lost receipts.

Q: How do I go about getting a repair under warranty?

You will need to return your product, with a copy of the retailer or web receipt, to the retailer or website you bought it from or send the product to us directly at FUJIFILM Canada Inc., 600 Suffolk Court, Mississauga, ON L5R 4G4, ATTENTION: Camera Repair.

Make sure that:

  • The product is packed with a sufficient protection to prevent any further damage. It is your responsibility to ensure that the product arrives safely.
  • We strongly recommend using a shipping service which includes tracking of your shipment
  • Attach your name, address, telephone number and e-mail address (if you have one) – to the camera itself otherwise we cannot return the product to you!
  • You send back only the product. Please do NOT send us any accessories, like media cards, batteries, software unless these are clearly related to the problem or as directed by Technical Support.

Other Conditions (and see the official warranty document for additional details – click here for the official warranty document):

  1. Your warranty applies only to NEW Fujifilm X Series or FinePix Digital Cameras that have been imported into Canada by Fujifilm Canada and sold by Fujifilm Canada to its authorized dealers. Except in the event that a Customer who is a Canadian resident has proof of purchasing the applicable product from a brick and mortar retailer while on international soil, this warranty does not apply to Fujifilm branded products purchased outside of Canada or Fujifilm branded cameras imported and sold in Canada by unauthorized dealers, distributors or other sellers.
  2. FUJIFILM's liability is strictly limited to repairing or replacing the product. FUJIFILM has no liability for indirect, incidental, special or consequential loss of any kind due to a defect with this product.
  3. FUJIFILM accepts no liability for loss of data or pictures caused by the product’s malfunction.
  4. FUJIFILM reserves the right not to repair a product under warranty if the serial number has been removed, altered or defaced.
  5. FUJIFILM will typically use new parts, but reserves the right to use reconditioned or repaired parts.
  6. Any defective parts replaced in the camera become the property of FUJIFILM.
  7. The warranty described hereunder is in addition to (and does not affect) your statutory rights as a consumer.
  8. FUJIFILM reserves the right to replace the entire product as an alternative to a repair with product that is either new or refurbished and is either the same or a newer model in that same product group.
  9. If products are sent to FUJIFILM without any contact details, FUJIFILM reserves the right to dispose of your product six (6) months after receipt.
  10. If a product is sent to FUJIFILM without adequate protection, and the product is damaged in transit, FUJIFILM reserve the right to charge for any extra repair.

Question:
What is FUJIFILM's policy on dead/hot pixels in recorded images?

Answer:
Images shot in high-sensitivity photography and/or for long exposures may appear coarse and may also be affected by noise such as white dots. This is normal and does not indicate a manufacturing defect or camera fault. In some cases, we may be able to remove the problem pixel(s) by mapping.

Question:
What is FUJIFILM's policy on dead/hot pixels in the LCD/EVF monitor?

Answer:
The LCD monitor on your digital camera is manufactured using advanced high-precision technology. Even so, small bright points and anomalous colors (referred to as "dead" or "hot" pixels) may appear on the LCD and/or EVF monitor. These are normal display characteristics and do not indicate a fault with the monitor. This phenomenon will not appear on the recorded image.

Question:
What is FUJIFILM's policy on dust, debris, and scratches on the camera'sCCD?

Answer:
This camera is equipped with a CCD photosensitive element. This CCD is located behind the shutter. If dust or other matter attaches to the surface of the CCD and pictures are then taken, this soiling may appear as spots in the image, depending on the camera settings and the type of subject. If this occurs, the CCD must be cleaned. Because the surface of the CCD is extremely fragile, wherever possible the camera should be returned to a FUJIFILM service facility for cleaning (for a charge). Any repairs carried out by an authorized FUJIFILM service facility to CCDs that were scratched or damaged during cleaning by the customer will be charged to the customer. Note that such repairs will probably involve replacing the CCD and may be expensive.

Question:
What is the FUJIFILM warranty on camera repairs?

Answer:
FUJIFILM Canada Repair Warranty: Consumer level cameras: 6 month warranty covers reworking of original repair performed including parts exchanged. It does not cover repairs for unrelated problems. 12 month extended warranty must be purchased at time of first repair and covers all parts including repairs to unrelated parts of the camera. It is not available for Professional Models Including S1, S2, S3 and S5 Pro. We reserve the right to exchange the unit for another camera of equal or greater value. Neither of these warranty covers failure due to mishandling. Pro level cameras ( S1, S2, S3 and S5 Pro) Pro Camera warranty is 90 days. Repeat CCD cleaning is not covered by this warranty.

Question:
Which memory cards are compatible with my FUJIFILM product?

Answer:
Please refer to the table below to determine if your FUJIFILM product is compatible with a particular media type. An empty table cell indicates the device is not compatible.

*Please note: The DPC-CF cannot be used in combination with any model FUJIFILM digital camera.

LEGEND:
These FinePix digital cameras require a firmware update in order to be compatible with certain memory cards.
The FinePix A607 digital camera requires a firmware update in order to be compatible with Type M and Type H xD-Picture Cards (up to, and including 1GB only). The update can only be performed at an authorized FUJIFILM service centre.
Type M xD-Picture Card is not recommend for use with the video recording feature of this camera.
Some early versions of the FinePix F700 digital camera require a firmware update in order to be compatible with Type M and Type H xD-Picture Cards. The update can only be performed at an authorized FUJIFILM service centre.
The M603 digital camera cannot be used with Type M or Type H xD-Picture Cards.
Smartmedia cards must be formatted in this camera. If more than 511 images are recorded, some of the images may not play back. 128MB SmartMedia cards are not compatible with this model camera.
If more than 1000 images are recorded, some of the images may not play back.
The DPC-R1 Image Memory Card Reader requires a driver update in order to be compatible with Type M and Type H xD-Picture Cards.
The CX-550 requires a firmware update in order to be compatible with Type M and Type H xD-Picture Cards.

Use a memory card with a class 4 write speed(4MB/s) or better when shooting HD movie.

Question:
Who can I contact if I cannot find the information or download that I need?

Answer:
To receive technical support related to your specific issue please use the Technical Support Form.